Karan Gulabani

I have a total 10 years of experience in customer facing roles with a strong background in Customer Success and Account Management, transitioning deep client insights into effective Product Management. Proven track record of managing non-technical support flows while contributing to product planning and strategy.

Specifically, I have 2 years and 4 months of experience helping organizations implement Conversational AI solutions. I’ve worked closely with clients to understand their business requirements and translate them into effective workflow designs and intents.

Turabit AI

Customer Success Manager

Nov 2023 - Present

• Ensured smooth hand-offs by closely collaborating with sales.
• Assisted in pre-sales demos by showcasing platform capabilities and aligning features with client pain points.
• Developed and executed customer success strategies to drive satisfaction and retention.
• Identified upsell and cross-sell opportunities and partnered with sales to drive revenue.
• Addressed and resolved customer concerns by coordinating across product, sales, and support.
• Led QBRs and provided insights to help clients maximize ROI.
• Simplified and re-modeled the onboarding process to speed up adoption and boost client engagement.
• Acted as a SPOC and key contact for all the strategic accounts, ensuring timely communication and support.
• Participated in beta testing to evaluate, identify bugs, suggest improvements, and provide feedback before release.
• Translated customer needs into clear user stories to decide development priorities and achieve product advancement.
• Assisted in documenting new features and created training content to support customer adoption.

DispatchTrack

Customer Success Manager

Mar 2023 - Oct 2023

• Conducted business reviews every 3 months and delivered strategic recommendations to enhance client ROI.
• Led SOP and escalation policy creation to streamline support processes.
• Resolved customer issues directly by implementing lasting fixes with the help of the internal team.
• Created and facilitated actionable reports for leadership and strategy teams.
• Handled product/service inquiries and suggested relevant add-ons.
• Consulted with cross-functional teams and fostered collaboration to support seamless product rollouts.
• Recommended and advocated solutions to improve performance and reduce costs.
• Presented product features and demos during client briefings to drive adoption and align product capabilities with client needs.
• Utilized CRM software/tools like Salesforce and Zoho to track support cases and monitor satisfaction.
• Intervened in cancellation risks with tailored retention strategies.

ITILITE

Onboarding and Customer Success Manager

Apr 2022 - Mar 2023

• Delivered frontline support to internal and external customers.
• Tracked performance metrics to identify process improvements.
• Resolved client issues by coordinating with operations teams.
• Drove account growth through strategic planning initiatives.
• Proficient in HubSpot and custom CRM systems/tools.
• Diagnosed and resolved product/service issues by identifying root causes.
• Maintained and updated customer databases for accuracy.
• Resolved customer inquiries and improved satisfaction by 15%.
• Managed 15+ accounts totaling $135k+ in monthly spend with consistent growth.
• Handled 7–8 daily client meetings for onboarding, support, and retention.
• Communicated service changes, upgrades, and product options to clients.
• Joined pre-sales calls to understand client goals and offer solutions that aligned with their business needs.
• Analyzed client usage and feedback to enhance service delivery.

eClinicalWorks

Strategic Account Manager

Sep 2018 - Feb 2022

• Collaborated with customers, sales, and leadership to align on needs and deliver tailored solutions.
• Acting as the main POC and establishing lasting relationships with 100+ clients by providing consistent and high-quality support.
• Prospected and pitched new business opportunities to expand the client base.
• Applied consultative selling techniques to recommend relevant products and services.
• Trained new team members on service best practices, cash handling, and workflow efficiency.
• Overseeing a significant portfolio of 80–100 accounts, generating substantial monthly revenue (over $300k) with a consistent user base per account (6 license users on average).
• Maintained and organized detailed client records using CRM tools for accurate reporting and follow-up.
• Shared customer insights with managers to drive operational improvements.
• Created and rolled out performance improvement strategies to increase collaborative effort.
• Generated weekly reports for leadership review on team and individual performance.

Maruti Suzuki LTD (Kiran Motors LTD)

Assistant Manager Customer Relations

Jun 2017 - Sep 2018

• Shared progress updates on monthly and quarterly goals with internal and external sales teams.
• Researched and applied new strategies to boost growth and expand customer reach.
• Drove sales growth and consistently surpassed revenue and margin targets.
• Increased sales by 20% through training, market analysis, and inventory control.
• Trained sales and service reps to streamline processes and reduce performance gaps.
• Led team meetings to align on goals, share best practices, and improve workflows.
• Partnered with marketing to align promotional content with in-store campaigns.
• Monitored key metrics and turned insights into actionable improvements.

IndiaMART

Client Servicing Executive

Dec 2015 - Jun 2017

India's largest online B2B marketplace connecting buyers with suppliers.

• Consistently exceeded revenue goals by promoting services during client interactions.
• Retained customers through strong communication, negotiation, and issue resolution.
• Maintained key client relationships while securing new accounts.
• Logged customer interactions and resolutions in Sales Tracking System (STS).
• Partnered with operations to resolve service issues and enhance satisfaction.
• Handled 120+ customer accounts to drive CSAT, support resolutions, and increase customer loyalty.
• Analyzed 100+ customer records to resolve issues and improve service quality.
• Executed growth strategies including cold-calling, content marketing, and networking.
• Built lasting client relationships through trust and understanding of business goals.

Masters of Business Administration, Marketing

Gujarat Technological University

(05/2012 - 07/2014)

Bachelors in Business Administration, Marketing

Sardar Patel University

(04/2008 - 04/2012)